Are you ready to delve into a career where your contributions are more than just working in a financial institution, that your energy in your job gives back to those that protect and serve our community each day? Are you ready to become a part of an organisation where your opinions matter, and your efforts are acknowledged and celebrated?
At QBANK, we know it takes a team to achieve the exceptional personal service that we offer, which is why we work to maintain an engaged and inclusive workplace with a clear purpose.
We employ staff across a range of specialist and management roles in banking, finance, risk and compliance, marketing, technology and people and culture within our Queensland based organisation.
Be part of an organisation where your opinions matter, your efforts are acknowledged and celebrated, and your actions can make a difference to those who protect and serve Queensland.
Job Description
Are you an experienced contact centre manager with experience in managing a team in a customer or member-focused organisation?
About the role
As the Manager Member Services at QBANK, you will beresponsible for leading both the branch network and contact centre team and overseeing the day-to-day functions of the Member Services department, including developing and implementing strategies to improve the Member experience, addressing and resolving Member issues, and idenfiying opportunities for service enhancement. Reporting to the Chief Credit & Operations Officer, you will be responsible for ensuring exceptional services to our Members and enhancing Member satisfaciton.
Responsibilities:
Lead and oversee the Contact Centre and Branch teamsto deliver consistently exceptional Member service and strong Member relationships.
Drive service quality by embedding QBANK's service framework, monitoring performance metrics, and continuously improving the Member experience.
Manage day‐to‐day operations, workforce planning, and service delivery to ensure accuracy, compliance, and achievement of business objectives.
Coach, develop and engage the member Servicesteam through clear goals, regular feedback, training and performance management.
Resolve escalated Member issues and complaints effectively, ensuring positive outcomes and minimising dissatisfaction.
Lead continuous improvement initiatives and contribute to projects that enhance operational efficiency, service capability, and organisational performance.
Desired Skills and Experience
Essential skills and experience
Proven experience leading a contact centre and/or branch service team in banking or financial services.
Strong understanding of retail banking products, service delivery, and Australian regulatory requirements
Demonstrated ability to build, coach and lead high‐performing team
Strong customer focus with the ability to resolve escalated member issues effectively
Tier 2 General Advice accreditation (or approved equivalent)
Desired skills
* Track record of driving service improvement and operational efficiencies.
* Strong data, reporting and problem‐solving skills.
* Experience contributing to cross‐functional projects or change initiatives.
* Cert IV in Finance, Business, Management or a related discipline.
Don't tick all the boxes but have additional relevant skills to add to the mix? We'd love to hear more!
What can QBANK offer you?
We take pride in being a close‐knit organisation where collaboration and teamwork is the norm, while operating in a relaxed yet performance driven environment.
At QBANK, our positive culture is reflected by our consistently high employee engagement & satisfaction scores. We invest in the development of our team members and our workplace culture. We believe your efforts should be rewarded.
You can also expect:
* Support for your success including on‐the‐job training and educational assistance
* Great employment conditions
* Work‐life balance with work flexibility (we are primarily office based, close to Roma Street Transit Centre, with work from home options generally available upon completion of probation).
* Easy childcare options with discounted rates located close to the office.
* Regular social events and much more
Apply Today
Apply online by submitting your resume, together with a cover letter by selecting the\"Apply\"button.
Closing date for applications: Sunday 22 March 2026.
The closing date below may be brought forward due to a high volume of applications being anticipated for this role.Don't delay, apply now!
Enquiries and requests for the position description can be emailed to our People & Culture department athr@qbank.com.au .
Applicants must be eligible to work in Australia. No agencies, please.
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